By Karim Were
KAMPALA – The Government has challenged Uganda Post Limited (Posta Uganda) to uphold high standards of accountability, efficiency and customer care following the launch of its Client Charter and Service Delivery Standards.
Speaking during the official launch at the Uganda Media Centre in Kampala on Tuesday, July 21, 2026, the Minister of ICT and National Guidance said the two documents mark a significant milestone in strengthening public service delivery and rebuilding public confidence in the country’s national postal operator.
The Minister described the Client Charter as a public commitment outlining the quality of service Ugandans should expect from Posta Uganda, including fairness, courtesy, timely service delivery and mechanisms for addressing customer complaints.
The Charter gives every Ugandan the right to know what standard of service to expect, while the Service Delivery Standards translate those promises into measurable commitments that can be monitored and evaluated,” the Minister said.
The Service Delivery Standards, approved by the National Planning Authority, establish specific turnaround times, service levels and performance benchmarks across the institution’s operations.
The Minister noted that the launch comes at a time when Posta Uganda is repositioning itself to meet the demands of a rapidly evolving digital economy through expanded district postal services, strengthened last-mile delivery and e-commerce platforms such as Postcom.
“Posta Uganda is one of Uganda’s oldest public institutions and continues to play a critical role in connecting people, businesses and communities across the country. In today’s competitive environment, trust remains the most valuable asset for any postal service,” the Minister said.
He emphasized that public institutions exist to serve citizens and should be held accountable for the quality of services they provide.
“A Charter without standards is a promise without a measure, while standards without a Charter are a measure without a public voice. Today, Posta Uganda has brought the two together,” he added.
The Minister commended the Board of Directors, management and staff of Posta Uganda for developing the two documents and urged all employees to internalise the standards in their daily work.
He also called upon Ugandans to demand quality service from the institution by holding it accountable to the commitments contained in the Charter and the Service Delivery Standards.
The launch was attended by members of the Posta Uganda Board, senior management, representatives from the Ministry of Public Service, the National Planning Authority, members of the media and other stakeholders.
The Minister officially declared the Posta Uganda Client Charter and Service Delivery Standards launched, describing the initiative as an important step towards improving transparency, efficiency and citizen-centred service delivery in Uganda’s public sector.
